Nowadays, one of the biggest complaints related to CSAT from our clients is: the response rate is incredibly low, especially for tickets with positive feedback after good service from CLAudia. This issue is an industry issue. Both we and our competitors have a CSAT response rate significantly below that of humans.

When delving into human care, we realized that part of this difference comes from a common practice in human care, where the attendant identifies that the problem has been solved and quickly closes the ticket and submits the CSAT survey.

Currently, when the customer reports that the service has been completed, usually with a simple “thank you!” , CLAudia waits a while before starting the “PROBLEM_RESOLVED_CHECKING” flow, verifying that the ticket can be closed, and only then sends the CSAT survey. This delay compromises the rate of positive responses we seek.

Our new feature aims to change that process. From now on, we can immediately identify the resolution of the problem as soon as the customer indicates that “That's right!” or something similar. As a result, the service will be finalized instantly, or will undergo a validation flow, accelerating the submission of the CSAT survey and thus increasing the chance of a response from customers.

In addition to starting to map this, this evolution will unlock other features that can be added later.